* Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer * Verifies all contact information * Creates cases within supplied Customer Relationship Management (CRM) system * Documents problem definition * Documents and logs all contacts and actions into CRM as specified in guidelines * Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc. * Provides help and clear direction to consumers on follow-up actions to be taken for resolution * Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfilment and client when appropriate * Provides customers with follow-up action to be taken and documents in CRM * Remains knowledgeable of performance requirements, brands/product and process documentation * Maintains awareness of and compliance with all the clients personnel policies * Achieves specified performance goals and knowledge of all tools used in the process * Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.